Customer Service Representative

Brief

CC.Talent is seeking a dedicated and customer-focused Customer Service Representative to support our client’s growing operations. This role will handle inquiries, troubleshooting, and customer concerns related to electric bikes and accessories. The ideal candidate must have previous experience working with a US-based e-bike or mobility company, strong communication skills, and the ability to provide excellent customer service across multiple channels. 

About the Client

Our client is a reputable e-bike company based in the United States, known for delivering high-performance electric bikes designed for everyday riders, commuters, and outdoor enthusiasts. With a strong focus on innovation, sustainability, and customer satisfaction, they offer top-tier products backed by exceptional after-sales support. Their team prides itself on delivering fast, reliable, and knowledgeable assistance to customers across the US market.

Responsibilities:

• Handle customer inquiries through email, phone, chat, and ticketing systems.

• Troubleshoot e-bike concerns including assembly issues, battery questions, basic diagnostics, and parts information.

• Provide accurate product knowledge and guide customers in navigating product features and services.

• Process returns, exchanges, warranty requests, and order-related concerns.

• Coordinate with internal teams (technical, logistics, and fulfillment) to resolve customer issues efficiently.

• Maintain clear and detailed customer records using CRM or ticketing tools.

• Ensure timely and professional responses aligned with the client’s tone and service standards.

• Assist with post-sales support, order tracking, and customer satisfaction follow-ups.

• Meet performance targets including response time, customer satisfaction scores, and productivity metrics.

• Participate in required onsite training in Clark, Pampanga during designated schedules

Qualifications:

• At least 1–2 years of Customer Service experience, preferably for a US-based e-bike, mobility, or consumer electronics company.

• Strong communication skills—both written and verbal.

• Experience using CRM platforms such as Zendesk, Gorgias, Salesforce, or similar.

• Ability to troubleshoot product-related concerns with patience and clarity.

• Strong attention to detail and ability to handle high-volume inquiries.

• Willing to work hybrid in Clark, Pampanga, with mandatory onsite training.

• Amenable to work shifts aligned with US business hours (depending on client needs).

• Excellent problem-solving skills and a customer-first mindset.